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Knowledge Base searches data

In a person's TDNext profile, you can click on a tab "KB Searches" to see what that particular user has searched for. We currently have Google Analytics set up on our page but the information that we get is not that great. We want to h...
1 Answer
Amanda Canevari Last activity on 7/22/2019 3:32:24 PM by Mark Sayers

Knowledge Base Attribute Type: Any integer (or similar)?

We score knowledge base articles created by student employees. I created an attribute to record the score but I used a 'text box' attribute type because I couldn't find an 'integer' attribute type. We are onto gamification and my reports are not ...
2 Answers
Greg Van De Mark Last activity on 2/14/2019 11:12:46 AM by Greg Van De Mark

Knowledge Base API - CustomAttributes

We are looking to pull user report information from the knowledge base based on date. I've set up the payload as follows:
"AuthorUID":"23046f29-102f-e611-570e-d8d385c1ea1e", ...
1 Answer
Alex Haberer Last activity on 11/30/2018 10:48:15 AM by Mark Sayers

Knowledge Base Formating Problems

When I am creating KB articles if I insert a graphic in line with the sentence it make a return before and after the graphic after it is published. The odd thing is when I look at the preview it looks great. I also looked at it in an HTML viewer ...
1 Answer
Jared Roten Last activity on 9/12/2018 9:24:10 AM by Jared Roten

Knowledge Base: Versions

For a KB article needing many revisions - and thus many savepoints/versions -- how can we mark one specific version as published while continuing to make edits in an unpublished version? With the version history only referencing a version #, it's...
2 Answers
William Morrison Last activity on 8/2/2018 5:32:36 PM by William Morrison

Knowledge Base (KB) Comment vs. Feedback

What is the purpose of the "comment" feature as it relates to articles? We have staff leaving comments instead of providing feedback and the comments are not searchable/reportable/addressable as feedback is. If found not to be beneficia...
3 Answers
Greg Van De Mark Last activity on 7/26/2018 10:53:37 AM by Mark Sayers

Knowledge Base: History, Revisions

When looking at a (sometimes overwhelmingly long - see list of KB article history, what can I do with that list outside of commenting or liking? Can I compare one revi...
4 Answers
Greg Van De Mark Last activity on 7/31/2018 2:31:56 PM by William Morrison

KCS and Knowledge Base Articles: What KB article to associate?

We only document items in our KB that are specific to our university; general info can be Googled. If we resolve the ticket referring to general info, what KB article do we associate with the ticket? What is the KCS way of handling this?
1 Answer
Greg Van De Mark Last activity on 5/8/2018 3:52:27 PM by William Cochran

KCS and Knowledge Base Articles: Use KB attribute?

There is a Knowledge Base Article attribute available in forms and a KB radio button section when updating tickets. In regards to KCS, do I just use the built-in update section or is there benefit to including the attribute on the incident form (...
3 Answers
Greg Van De Mark Last activity on 5/15/2018 11:04:04 AM by Mark Sayers

Group ownership of a KB article

I assume this is an enhancement request, but I figure I'd check first just in case:
We are finding the overall knowledge base creation and approval process a bit difficult overall. So far the only way we've been able to get multiple individu...
1 Answer
Robert Howe Last activity on 3/29/2018 12:49:43 PM by Mark Sayers

Favorite a KB Article

Is there a way that you can favorite knowledge base articles? I have had questions about this feature and clients (and staff) would like to favorite specific KB articles for easy reference much like they do services.
2 Answers
Kara Farmer Last activity on 1/10/2020 2:51:17 PM by Beverly Davis

How do I change the owner of a KB Article.

I believe I have all the access necessary, but I only have the option to Delete or Print. We have a lot of articles by someone that is no longer at the university. I understand that I cannot do a mass update, but I can't figure out how to do on.e.
1 Answer
Mark Sayers Last activity on 8/9/2017 12:25:53 PM by Mark Sayers

Knowledgebase Permissions

Is there a way to set individual permissions on elements within the system. Specifically referring to the KB here. I have a tech with the "student technicin" license. I have given her app admin and ticketing - full access inside the tic...
1 Answer
Mark Sayers Last activity on 8/9/2017 12:19:42 PM by Mark Sayers

Identifying KB Articles with Feedback

We are implementing KCS and part of that methodology is the concept of "Fix it/Flag it" where knowledge workers flag a KB article with suggested changes or modifications to make it better or to update it if it's incorrect. This Flag It...
2 Answers
Mendi Benigni Last activity on 12/8/2017 3:22:42 PM by Karen Compton

Create an internal only KB

How can I create a KB category that is available only to people in IT? I create the category in Knowledge Base > Categories but the default is Public and Inherit Permissions. When I click Edit, those aren't things I can change.
1 Answer
Mendi Benigni Last activity on 6/19/2017 10:44:17 AM by Mark Sayers

Deleting inappropriate KB article feedback

According to the answer to this question , we should now be able to delete/remove feedback to a KB article. I can't seem to find how to do so. Can you help? As an aside, there are a few references to "admin > client portal > settings....
6 Answers
Greg Van De Mark Last activity on 5/4/2017 2:15:04 PM by Greg Van De Mark

HTML allowed in the knowledge base.

I am trying to create collapsible content in a knowledge base article and it appears that the following HTML attributes are being stripped on rendering the article: data-toggle and id.
Per this article:
4 Answers
Ryan McVicar Last activity on 12/11/2017 4:35:19 PM by Lucas Friedrichsen

Knowledge Base: Ability to review and approve articles based on category access

Our knowledge base contains a mix of public and restricted categories. Access to restricted categories is based on group membership. Most of our security roles do not have the "View All Articles" option for Knowledge Base, but do have t...
4 Answers
Predrag Rajnis Last activity on 5/12/2017 10:05:41 AM by Mark Sayers

What limitations does the source box in the KB Edit have?

What are the limits for putting in custom code in the source box of KB? I am currently trying to make a drop down that is based off an other drop down to guide people to the right article/section. I have tried a few different methods and they work...
3 Answers
Jeremy Zelasko Last activity on 11/18/2016 12:31:58 PM by Jackson Potter

Can I Revoke the "Edit" Option for Users Who Aren't the KB Admin

Hi there,

I'm the KB Admin for our organization, and I noticed that other Users are able to edit KB articles without me having to approve the changes. Is there any way for me to change that? I.e., Can I get rid of the Edit button, or can I ge...
4 Answers
Caitlin Baer Last activity on 10/28/2016 12:14:00 PM by Caitlin Baer

Security role for KB not working as described in help section

According to the help file:

Add Articles: Allows a user to create new Knowledge Base articles.
Always Edit Articles: Allows a user to modify Knowledge Base articles even if the user did not create the articles.

This implies that the u...
3 Answers
Bodek Frak Last activity on 10/5/2016 3:16:05 PM by Mark Sayers

KB article missing report

I want to make a report that will show me tickets that have been made for a certain group of ticket types that do not have a Knowledge Base article associated with them. I know there is a way to see articles that are currently in existence, but I...
1 Answer
Tyler Brown Last activity on 9/2/2016 9:48:18 AM by Mark Sayers

KB and ticket reporting

Is there any way to report on the tickets associated with a particular KB article? I'm trying to see what tickets a KB article has been attached to in order to get more troubleshooting info and context when editing the article.
1 Answer
Jackson Potter Last activity on 8/11/2016 12:54:36 PM by Jamey Stock

Knowledge Base Permission Issue

Users that do not have the review articles permission cannot set the status of the new article being created from the new ticket or update ticket window. A status drop down box should appear containing the status options of not submitted and subm...
1 Answer
Jude Mmereole Last activity on 8/4/2016 11:50:14 AM by Jamey Stock

We want all employees to be able to upload articles to the Knowledgebase, can this be done?

We want all employees to be able to upload articles to the Knowledgebase, I only see how they can post an article, not an existing document or diagram. I see the article import in Admin, but that has to be a zip file and can only be performed by ...
2 Answers
Lisa Carpenter Last activity on 8/1/2016 5:01:29 PM by Mark Sayers

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